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Agiloft ITSM ITIL Service Desk Suite vs Clarity SM comparison

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Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.8
Number of Reviews
668
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
Agiloft ITSM ITIL Service D...
Average Rating
10.0
Number of Reviews
1
Ranking in other categories
IT Service Management (ITSM) (37th)
Clarity SM
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
Help Desk Software (17th), IT Service Management (ITSM) (18th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
it_user536637 - PeerSpot reviewer
Lead IT Manager at a tech services company with 10,001+ employees
We use it for handling requests. It has reduced the IT staff required.
Handling requests - Technical service requests: hardware, software not working - Account requests: new/modify account requests to various systems - Software requests: of all types from our staff - IT related assets: hardware controlled by IT - All types of technical abuse complaints: ie copyright - Surveys about the follow-through of the staff to requests entered in the system
Türker Kara - PeerSpot reviewer
Application & Software Architect at Turkiye Finans Participation Bank
Quite good back-end architecture for end users but the API is very, very bad
Our company uses the solution for system, program, service request, change, and knowledge-based management.  We perform CMD authorizations and use a lot of integrations for our in-house or third-party applications. We also use Salesforce automations and Microsoft orchestrations.  We have about…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Automation Co-Pilot helped increase productivity."
"Through the software, we have been able to reduce the time that we spend on manual, repetitive tasks so that we can focus on activities that add value to the business or to our partners and customers."
"Human errors have been rectified due to bot usage."
"This solution is valuable because it can automate tasks which would otherwise be left for us to process manually."
"In particular, with our requirements, we have seen reduced dependency on the workforce and we had proper execution of our business process."
"One of the most valuable features is IQ Bot. If you compare Automation Anywhere with any of the other organizations, we may get same type of RPA solution, as there are multiple organizations. But, IQ Bot was one of the primary reasons to choose Automation Anywhere. Using IQ Bot, we can extract more data out from the documents that are unstructured. Therefore, we need to do two things at the same time: We need to extract the information from image-based documents We need to make sure that the efficiency and accuracy of the extraction is improving with each extraction."
"Comparing to other products in the market, we are getting all the features in hundred percent quality with what the objective needs to be met by other products, and that is also delivered in Automation Anywhere."
"With RPA, specifically with Automation Anywhere, it has really helped us engage with those clients and achieve the results that they want."
"We were able to reduce the IT staff from 4 to 1.5 FTE, to handle the 2500/monthly requests."
"We centralized our knowledge from various sources into one source of truth that is continually updated."
"We are better able to manage and keep track of SLAs with end users, analysts work more efficiently based on the ticket priority, and we can better manage IT assets and contract licenses through CMDB."
"It is a stable and good product, with several integrations and an interesting API."
"The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow."
"The most valuable fractures of Clarity SM are its ease of use and security; I have been highly satisfied, and we've been able to integrate it with email and an SMS gateway for the purposes of notifications, which works very well."
"It can handle request of around 5000 concurrent end users in an optimum environment."
"The scalability of a product this size has provided us with the most improvement."
"The initial setup is pretty straightforward."
 

Cons

"We had initial hiccups, like any new process. It took us six to eight months to sort the product out."
"The only thing I see as room for improvement is that the number of products being offered in the product list are too many."
"I would like to have a cloud-based version with support."
"AA has many features but the issue is with the loss of overhead on computing resources."
"Automation Anywhere should improve its OCR capabilities."
"Automation with bots runs fine only if it is an attended bot. With unattended bots, the bots run only 25 to 30 percent of the time."
"They want to get more accuracy in handwritten forms, which might take some time."
"One way Automation Anywhere can be improved is in ticketing."
"The GUI looks a little dated."
"One of the issues that exists, and I don't know you can really call it an issue, but it's not there yet, it needs to be tighter integration between PAM and Service Desk and they understand that, because the PAM engine for driving business automation and workflows is so critical to our business and keeping us on schedule and doing things."
"The initial setup can be complex, especially if you want to track and notify on a variety of granular controls. However, the vendor oversells how easy it is and the training from CA is terrible."
"I would like more flexibility on KPI and SLA definition."
"Doesn't scale well."
"They need to improve the High Availability, and the native integration between CA Service Desk Manager, CA Process Automation, CA Service Catalog and CA Unified Self-Service."
"Some of the features that can be improved are usability, as xFlow is a great step forward but further steps are needed, and internalization where CA is quite far behind."
"The cost of this solution is too high, which is why we're leaving."
"Customer Service: Horrific. Unless an explicit and costly "service issue" was raised through the enterprise support agreement, CA had zero interest in accepting problem reports."
 

Pricing and Cost Advice

"The price is a little bit high but the support is good."
"It is not cheap, with costs ranging between 700 to 800 dollars per month. While Power Automate is cheaper at 15 dollars per month, Automation Anywhere offers superior features, user-friendliness, and smoothness."
"It is fantastic. It has been great. It is perfectly priced for the quality received. When paying for quality, that is exactly what you get."
"There is a free trial so that they can get an overview, and there are different licenses that are very affordable and can suit every business model."
"The solution's pricing is pretty decent."
"If it is saving FTE and Generating a good ROI then it is Worth Investing."
"The licensing fees are approximately $10,000 USD for between five and ten users."
"It costs up to $1,200 per license."
Information not available
"There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."
"The solution is quite reasonable compared to other solutions in the market."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."
"Pricing is simple, as it’s per concurrent analysts."
"The pricing is based on a subscription model."
"I don't see anyone other than large companies being able to afford this system."
"I think pricing of this model is suitable for growing corporations."
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Top Industries

By visitors reading reviews
Outsourcing Company
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
No data available
Financial Services Firm
20%
Outsourcing Company
16%
Manufacturing Company
10%
Construction Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise565
No data available
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise15
Large Enterprise66
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
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Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
Agiloft ITSM/ITIL Service Desk Suite, Agiloft IT Service Management
CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
 

Interactive Demo

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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Affinity Development Group, ArcaTech Systems, Carestream Health, CareView Communications, Chester County, Chevron Corporation, Conde Nast, CSF International, DCG Systems, East Virginia Medical School, EMC, Hopkins County Board of Education, Hot Topic Media, Lattice Semiconductor, Lexnet Consulting Group
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
Find out what your peers are saying about ServiceNow, Atlassian, Teclib' and others in IT Service Management (ITSM). Updated: October 2026.
920,769 professionals have used our research since 2012.